Hi Johnnyboi Joe, we regret to hear that you are displeased with your recent experience with us and are also surprised having had many 5 star reviews in the past, specifically for our customer service. In response to your comments, I would like to add the following for clarity. You left us an email on Monday 07/12/20 at 12:48 requesting a call back. Having checked our phone log, I can confirm my colleague called you back within the hour to discuss your queries. As per the numerous emails sent to you prior to the call that morning, the current procedure (due to the current restrictions with social distancing etc) is that in the first instance a video of the property you are interested in is sent out so you can view the property virtually. On the same email, we ask that if you are interested in any of the properties, that you reply to our basic questions. This is to confirm if you will meet our referencing criteria. Once this is confirmed, the next stage is to complete a brief application form so we can check all of the details are correct and that your application would be successful should you chose to continue with it. Only on completion of this form would we then book a viewing to visit the property and then in turn, if you wish to continue, we request a holding deposit. This was all stated on the emails sent to you and confirmed by my colleague on the phone call. As the holding deposit is non-refundable, we like to double check the forms to reconfirm the referencing criteria will be met. We want to avoid requesting any funds to secure properties where applications may fail, as we don’t want people to lose their money unnecessarily. At no point is anyone forced into signing anything without seeing a property first or asked to pay any money. During the pandemic, we have let over 120 properties using this procedure and have received no complaints to date. In fact the opposite. We try our best to keep all of our customers, contractors and staff safe during these difficult times by keeping to the latest legislation and minimising face to face contact where possible. Completing paperwork prior to the viewing is one of the ways of doing this. Im sorry to hear that you felt my colleague was raising her voice. I can confirm that this was not her intention and perhaps working from home and from our mobiles may be contributing to us speaker louder than required. It is possible that the phone line was not very clear and therefore she was speaking louder than necessary. We will of course raise your concerns to not only the person you spoke to, but to all staff so they are aware that when working from mobiles, this could come across as negatively. Finally, just to help with your onward journey of finding a new home, we can confirm that within the lettings market, we do not wait for offers on properties. Unlike purchasing a property, the rent advertised is the rent requested/expected to be achieved. As a rule, it is not up for negotiation. Thank you again for taking the time to let us know your thoughts and we wish you good luck in finding your new home.